Winnerz Casino - 一般ディスカッション (3ページ)

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Casino: Winnerz Casino

Payment method: Paysafecard

Disputed amount: €500

Issue type: Withdrawal blocked / verification abuse

Account status: Verified previously

Complaint Description

I am submitting this complaint due to an unfair loss of €500 caused by Winnerz Casino’s withdrawal and verification handling.

I have been a long-term player at Winnerz Casino and have previously completed full KYC and Paysafecard verification, including multiple successful withdrawals in the past.

When I recently won €500, I attempted to withdraw my winnings. At that moment, Winnerz Casino again required Paysafecard re-verification, despite my account having already been verified before.

While my withdrawal was blocked pending verification, my balance was NOT frozen, and I was allowed to continue playing. As a direct result of this delay and the casino’s failure to protect my balance, my €500 winnings were lost while waiting for verification to be completed.

I contacted Customer Support and explained that:

• Repeated verification was unjustified

• My balance should have been frozen during verification

• The loss occurred solely because withdrawals were blocked

Winnerz Casino refused responsibility and stated there were "no grounds for a refund."

They offered 30 free spins as compensation, which is completely inadequate and does not cover the €500 loss.

The casino failed to explain:

• Why re-verification was required despite prior approval

• Why the balance was not frozen during verification

• How free spins can be considered compensation for a €500 loss

I believe this is unfair treatment and a breach of reasonable withdrawal handling practices.

I am requesting reimbursement of the €500 winnings lost due to the casino’s internal procedures.

I am happy to provide email correspondence, timestamps, and any additional evidence if required.

I'm really sorry for this situation, but if there is no more balance in your account, we won't be able to help you out, unfortunately.

It is always only up to the player to keep their winnings, and if they play them down, no one is responsible for that.

Also, sometimes additional verification, or reverification, is needed, especially if the verification was done a long time ago, or if the amount is higher, or even if the casino needs to check some things. This whole process needs to be done due to the AML policy.

May I ask how long you waited for them to verify your account, please?